Quality standards

The following three methods help us provide the best quality of care possible to our customers.

For more information see our Annual Quality Report (2018-19)

1) We are fully managed and regulated

We are proud to be a fully managed and regulated service under the Care Quality Commission (CQC). We are dedicated to being open with current and future clients. Working with the CQC gives assurance that we are held to high quality standards and are held accountable for those in our care.

What does fully managed and regulated care mean?

In simple terms, a fully managed and regulated service is monitored by the CQC and is held accountable for the care that is given by their care staff. While other care services – such as introductory services – are available, they offer less protection and fewer guarantees for the same price.

A regulated service

• Is held accountable for the actions of its care staff by the CQC
• Is subject to spot checks by the CQC
• Employs its own care staff
• Provides specialist training to its care staff to meet the needs of those in their care
• Can work with local authorities providing care services
• Conducts a full DBS check on all staff and updated checks throughout their employment

A non-regulated service

• Leaves the responsibility for the care with the individual taking out the service
• Uses self-employed care staff
• Does not provide specialist training
• Can not work with local authorities
• Carries out a DBS check at the start of employment, but does not follow up with regular checks

There is a common misconception that a fully managed and regulated service is more expensive than non-regulated care. However, in most cases, it is the same price, if not cheaper.

By choosing a fully managed and regulated care service like Agincare, you have the security that you or your loved one will receive high-quality care. You’ll also have the reassurance that there are procedures in place under the CQC to ensure the health and well-being of everyone in our care.

Choosing a non-regulated service may initially seem like the quicker, easier choice. However, in the long run, you have little to no protection and no assurance of receiving high-quality care.

See our current CQC ratings.

2) We listen to our customers

We use an external third-party system called Trustpilot to regularly seek reviews from our customers. This invaluable feedback helps us continually improve the service that we provide.

As of December 2019, based on over 150 reviews, 90% of our customers rated us ‘Excellent’ or ‘Great’.

As part of our ‘Believe in Good Care‘ campaign, we are also delighted to get dozens of compliments from our customers every month.

We also carry out an annual listening survey with our live-in care service users and their relatives, plus health care professionals. In 2017 we sent out over 240 surveys to our service users and received 27 responses. Feedback shows a continued year-on-year improvement.

The results from our annual 2017 satisfaction survey sent to 240 service users were as follows:

• 89% strongly agreed or agreed that they were satisfied overall with the service they receive
• 96% strongly agreed or agreed that they felt comfortable and safe with their live-in carer
• 96% strongly agreed or agreed that they were treated with politeness and respect by their live-in care worker
• 89% strongly agreed or agreed that they would recommend a friend to Agincare if they needed care
• 86% strongly agreed or agreed that the service they receive helps them feel in control of their daily lives
• 81% strongly agreed or agreed that the service they receive improved their quality of life

3) Accreditations

ISO 9001

ISO 9001 Cert. No. 14128113
View our certificate

United Kingdom Home Care Association

We are also accredited by the United Kingdom Homecare Association Ltd (UKHCA), which is the professional association of home care providers.

UKHCA helps organisations that provide social care promote high standards of care and provides representation with national and regional policy-makers and regulators.

Care Workers Charity

Care Quality Commission

Dementia Friends

Dorset Ambassador

NHS Choices

Personal Social Services Research Unit

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